Mgr CX Delivery

Evergy; Kansas City (MO); On-site; USD 111,000 - 149,000; Full time

Job summary

Evergy is seeking a Manager, CX Delivery in Kansas City to lead end-to-end Customer Experience initiatives across CCS lanes, coordinating cross-functional teams and delivering on-time, on-budget projects.

The role requires strong business case development, stakeholder engagement, budgeting control, and collaboration with IT/CCS to align roadmaps; travel between Wichita, Topeka, and KC may be required.

Qualifications

• Bachelor's degree in business, accounting, finance, human resources, engineering or related field.
• Minimum of 8 years of experience leading teams or projects.
• Proven ability to influence and collaborate across diverse teams.

Responsibilities

• Own the end-to-end delivery of Evergy CX improvements and projects across CCS lanes with strong leadership.
• Coordinate effort estimation activities with stakeholders to develop accurate project estimates and resource plans.
• Ensure projects have strong Business Cases, clear outcomes, strategy and tracking indicators.

Skills

Leadership

Project management

Stakeholder engagement

Budget governance

Cross-functional collaboration

Communication skills

Microsoft Excel

PowerPoint

Education

Bachelor's degree in business, accounting, finance, HR, engineering or related field

Tools

Microsoft Word

Excel

Access

PowerPoint

Job description

JOB TITLE: Manager, CX Delivery
REQUISITION: CUS00JD
DEPARTMENT: Customer Experience Delivery - Kansas City Headquarters
LOCATION: Kansas City, MO
PAY RANGE: $111,400 - $148,500
Scheduled Work Hours: Monday - Friday; 8:00 a.m. - 5:00 p.m. Additional hours may be required.

Summary of Primary Duties and Responsibilities:

• Own the end-to-end delivery of Evergy Customer Experience improvements and projects across all CCS lanes through active leadership and engagement.
• Coordinate effort estimation activities, partnering with stakeholders to develop accurate project estimates and resource plans.
• Ensure that all projects have strong Business Cases, that the outcomes, strategy, and plan are clear, and leading indicators that will be used to track progress are understood.
• Adopt budget governance processes and maintain financial accountability across the project portfolio.
• Facilitate cross-functional collaboration to align project scope, funding, and delivery expectations.
• Ensure stakeholders are engaged in prioritizing and committing resources to CX delivery model.
• Partner with IT/CCS leaders to manage integrated technology roadmap for CCS and lead journey teams to execute.
• Work with and offer support to delivery teams to shape, prioritize and schedule the work packages that will deliver the CX outcomes.
• Maintain strong relationships with team members to facilitate effective delivery of expected outcomes.
• Deliver advisory and hands-on services to assist project teams in deploying implementation method and enabling solutions for project management, including traditional, hybrid, and agile delivery approaches.
• Partner with PMO and IT/CCS leaders to drive process adoption, standardization and optimization.
• Provide guidance, as needed, to CX Delivery Managers as they develop their approaches, plans and processes to deliver high quality, complex technology solutions.
• Collaborate closely with the Procurement team to manage and negotiate vendor contracts, ensuring alignment with organizational goals and compliance with policies.Oversee vendor relationships and financial management activities with external partners.
• Ensure authoring and maintenance is done on project reports, spreadsheets, and dashboards to understand performance.
• Work with Project Managers to monitor performance across the portfolio of projects, and provide data analysis to drive projects to completion within constraints and produce outcomes that positively impact the customer experience.
• Partner with Project Managers to identify, communicate and drive project corrective actions and escalations as required.
• Collaborate with IT Finance to track project funding, budget utilization, and financial forecasts.
• Collaborate closely with Organizational Change Management team to communicate and promote organizational change. Oversee tracking and reporting on Evergy user access to departmental software applications for SOX controls and quarterly audits.
• Support annual and five-year capital planning (CAPEX) activities, ensuring alignment with strategic priorities.
• Represent the vision and objectives of CCS across all Evergy work groups.
• Motivate, coach, and provide development opportunities for direct reports and team members.

Education and Experience Requirements:

The ideal candidate will possess a bachelor's degree in business, Accounting, Finance, Human Resources, Engineering or related field. A minimum of 8 years of experience in leading teams or projects is required. Proven track record of innovation and collaboration and able to work with diverse teams and engage their input and commitment to success.

Skills, Knowledge, and Abilities Required:

• Must strongly exhibit the following qualities: Teamwork; Commitment to Quality Results; Process Improvement; Resiliency, Adaptability.
• Exceptional communication skills, both written and verbal.
• Demonstrate attention to detail, ensuring accuracy and thoroughness of work
• Excellent active listening skills.
• Ability to clearly articulate messages to a variety of audiences.
• Ability to establish and maintain strong relationships.
• Ability to influence others and move toward a common vision or goal.
• Flexible and adaptable; able to work in ambiguous situations.
• Forward looking with a holistic approach.
• Organized with a natural inclination for planning strategy and tactics.
• Problem solving and root cause identification skills.
• Able to work effectively at all levels in an organization.
• Must be a team player and able to work collaboratively with and through others.
• Must have strong skills in Microsoft Word, Excel, Access, and PowerPoint and other electronic media.
• Expected to model Evergy's Talent Framework Behaviors, the foundation for HOW we do our jobs at Evergy. At a minimum, incumbents should be able to demonstrate their ability to progressively develop and exhibit these skills at a proficient level:
  • Evergy's People First Values: Safety, Integrity, Ownership, Adaptability.
  • Operational Excellence/Execution: Exerts personal effort and enables the team to achieve performance goals and exhibits a continuous improvement mindset.
  • Decision Making: Makes informed, objective, timely and ethical decisions.
  • Talent Management: Takes initiate to develop self and team, acts with a mindset of diversity, equity and inclusion and creates an environment to attract top talent.
  • Strategic Mindset: Demonstrates sound strategic thinking, knows the business, exercises judgment, influences and persuades.

Licenses, Certifications, Bonding and/or Testing Required:

Must have a valid driver's license.

Working Conditions:

Normal office working conditions. Overtime may be needed. This position may require some travel between Wichita, Topeka and Kansas City; additional travel to other locations within the service territory is possible. Must have a satisfactory work record including good attendance.

Evergy has a clear mission - To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. We are committed to building a team where everyone - regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status - has a voice and can bring their best every day. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.

Disclaimer The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.